SummitAI Service Management Help

Incident Management

What is Remote Desktop Sharing?

Using Remote Desktop, Analysts can take remote access of the End User's computer to resolve the issue.

An e-mail is sent to the End User requesting for permission to access the computer. Once the End User gives permission, the Analyst can take access of the End User's desktop.
In the Stealth Mode, no permission is required from the End User to access the computer. For Stealth Mode, the Agent should be installed and running on the End User's desktop.

Remote Desktop Sharing - Free and Paid Versions

There are two versions of Remote Desktop available in the SUMMIT Application.

Free Version: This is the default version of Remote Desktop application available for users. Both the End User and the Analysts should be within the same office network to use this application. It works on open VLC technology. It is supported only on Windows Operating System.
Paid Version: The End User and the Analyst need not be on the same network. Additional features, such as Recording session is available in this version. The session can be recorded in low, medium, or high resolution. The maximum duration of remote session that can be recorded is 1 minute and the maximum data that can be transferred is 10 mb. In this version of application, Analysts can access the End User's computer on mobile as well. The supported operating systems are Windows, Linux/ Unix, and Mac. The Agent should be installed and running in both Stealth Mode and regular mode.

Both the versions of application are available on cloud and the information is encrypted in both the versions.

Advantages

Useful for Analysts when the End User is not able to follow the instructions.
Quicker resolution of End User's issue with better user experience

How to do Remote Desktop Sharing?

On the INCIDENT DETAIL page, click the REMOTE DESKTOP icon below the logged in user details section. Select the Stealth Mode check box to take access of the End User's computer without the End User's permission, see Remote Desktop Sharing.

Figure: REMOTE DESKTOP icon

Prerequisites

Recommended System Requirements

Windows Server 2003
1.5Ghz Pentium 4 processor
2GB RAM
10MB disk space
.NET Framework 3.5+
Bandwidth for each active session varies greatly, but it is typically between 10-100kbps

Host Client Requirements

Minimum System Requirements

800Mhz Pentium 3 processor
512 MB RAM
.NET Framework 2.0+

Recommended System Requirements

1.5Ghz Pentium 4 processor
1GB RAM
.NET Framework 2.0+

Supported Browsers

Internet Explorer 8+
Firefox 1.5+
Safari 3.0+
Chrome 1.0+
Opera 9.2

Guest/End User Client Requirements

Almost any guest system that can connect to the internet can be controlled remotely via ScreenConnect. The primary requirements our system looks for when establishing the connection is the presence of either .NET 2.0+ or JRE 1.5+.

Supported Operating Systems

Windows XP (.NET Framework 2.0+ or JRE 1.5+)
Windows Vista (.NET Framework 2.0+ or JRE 1.5+)
Windows 7 32 & 64 bit(.NET Framework 2.0+ or JRE 1.5+)
Windows 8 32 & 64 bit (.NET Framework 2.0+ or JRE 1.5+)
Windows 8.1 32 & 64 bit (.NET Framework 2.0+ or JRE 1.5+)
Windows Server 2003 (.NET Framework 2.0+ or JRE 1.5+)
Windows Server 2008 (.NET Framework 2.0+ or JRE 1.5+)
Windows Server 2012 (.NET Framework 2.0+ or JRE 1.5+)
Windows 2000 Service Pack 3 (.NET Framework 2.0+ or JRE 1.5+)
Windows 98, Windows 98 SE (.NET Framework 2.0+ or JRE 1.5+)
Windows ME (.NET Framework 2.0+ or JRE 1.5+)
OS X (JRE 1.5+)
Solaris (JRE 1.5+)
Linux (JRE 1.5+)
iOS (Version 4.3+)
Android (Version 2.1+)

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